AccountId: 011433970860
ContactId: bafc1868-31ae-4105-adc5-7e4e89b1854b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227179 ms
Total Talk Time (AGENT): 81658 ms
Total Talk Time (CUSTOMER): 97273 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/bafc1868-31ae-4105-adc5-7e4e89b1854b_20250610T19:29_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Yes, good afternoon. My name is [PII]. I'm calling from SSM Health Saint Mary's Centralia on a recorded line. I was trying to check the status of a claim, please.
[AGENT][NEUTRAL] Alright, happy to check on a claim, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Uh, let me bring that back. Uh, I'm showing policy number 02461240.
[AGENT][NEUTRAL] Alright, let me pull that up here.
[AGENT][NEUTRAL] And then for documentation do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And then data service.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] Uh, $3,083 even.
[AGENT][POSITIVE] All right, thank you. Let me take a look here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so it looks like we did receive a claim, [PII] for the state of service claim was received on [PII].
[CUSTOMER][NEUTRAL] So we did.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] It was processed on [PII]. There was a benefit payment sent in the amount of $75.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is the maximum benefit for that date of service.
[CUSTOMER][NEUTRAL] OK, any patient responsibility?
[AGENT][NEUTRAL] We're not able to advise on the patient responsibility that's up to the facility or provider.
[CUSTOMER][NEUTRAL] You're not able to.
[CUSTOMER][NEUTRAL] OK. Um, let's see, 525, received, processed.
[CUSTOMER][NEUTRAL] OK. And do you have uh payment information, check number?
[AGENT][NEUTRAL] Mhm. So it's a single check. Check number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, single check.
[AGENT][NEUTRAL] Issued on [PII], and it was issued on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I should. OK.
[CUSTOMER][NEUTRAL] Uh, oh, and would you happen to have a claim number?
[AGENT][NEUTRAL] Absolutely. Claim number is going to be 3605214.
[CUSTOMER][NEUTRAL] Alright sir and all I need now is a call reference number.
[AGENT][NEUTRAL] Not a problem. Call reference is my name with today's date. My name is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] All right, [PII]. Well, thank you very much for all the information you've provided. I really appreciate it. And I hope you have a great rest of your day.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] You as well. Take care.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[AGENT][NEUTRAL] Bye bye.